IT Incident from HR Case Form

[Pieter6]

I would like to provide option for HR Agent to open IT Incident from HR Case to allow for end to end case management between HR and IT. Has this been done by anyone. 

[Mark Stanger]

This can be done in several ways (some being fairly complex).  Typically, the simplest solution would be something like this...

1)  Create a new reference field that references the 'HR Case' table on the 'Incident' form

2)  Add the corresponding 'Incidents' related list to your HR Case form

3)  Make sure that your HR roles are granted access in the Incident ACLs to create (and update if necessary) Incident records.  Note that this may also involve modifying the 'Read' ACLs and Before Query business rules since incidents that non-itil users aren't the Caller or Opened by on are restricted.  This is probably the most difficult step.  The easiest way to accomplish this part would be to give your HR users the 'itil' role, but that's probably not what you want.

Once this is all set up, your HR agents should be able to go to the 'Incidents' related list at the bottom of the case form and click the 'New' button on the related list to create a new Incident record.

[eric_hemmer]

This is very common.  Normally I see it with a UI Action.  For more sophisticated service management, you can look at some blogs by Lionel Berger that address the service handoff between HR & IT.  I like to see HR own the relationship with the employee and be notified when the child incident is complete.  The HR Agent becomes the caller on the Incident and a new field on Incident named Opened for refers to the employee.  This way, the employee does not feel like he/she is being shuffled around.

[Joe F1]

We took the approach mentioned by Eric.  We created a UI Action as a Form button based on certain state/status conditions of the HR Case.  We used a script to create a new incident record and kept HR as the customer using the logged in user/agent working the Case so that the employee experience remains with HR.  The script "copies" over certain data from the Case to the Incident, including short description, description which is prefaced by any work notes entered by the case Worker at save/insert to the incident, as well as copying all existing attachments from the Case record to the Incident record.  Would be glad to give you more details on the script if needed.

[alowasoh]

Hey Joe F1, I am wondering if you have the script handy to create incident from hr case using an up button. Thanks